Finastra

Expert ACH Support Engineer

Virtual - US

Sponsorship not specifiedDetected 26 days ago

SQLLinuxSalesforceCustomer SupportCommunicationCollaborationMentoring

About the role

The Customer Support Engineer - Grade 8 is a senior individual contributor role within the Payments Customer Support organization. This role provides advanced functional and technical support for Finastra Payments platforms, with a primary focus on NACHA (ACH) payments and FGPP (Global Payments Platform).
The role owns complex, high‑impact customer issues end‑to‑end, reduces operational risk, contributes to backlog reduction, enables self‑service and case deflection, and improves resolution quality. The engineer operates independently on complex issues, mentors junior engineers, and partners closely with Product, Engineering, and Infrastructure teams across regions.
The Customer Support Engineer - Grade 8 is a senior individual contributor role within the Payments Customer Support organization.

Provide expert‑level functional and technical support for Payments platforms, with emphasis on NACHA / ACH processing and FGPP flows
Own complex and high‑severity customer issues across the full support lifecycle, including investigation, resolution, validation, and customer communication
Drive improvements in First Contact Resolution (FCR) and Mean Time to Resolution (MTTR) through accurate triage and strong root cause analysis
Identify repeat issues and collaborate with Product and Engineering teams on permanent fixes

Ability to write and interpret SQL queries for troubleshooting and analysis
Experience working with Oracle databases, including schemas, tables, and audit data
Experience supporting enterprise‑scale, transaction‑intensive production systems
Working knowledge of Linux / Unix environments (logs, processes, permissions)
Familiarity with application logs, batch processing, schedulers, and message queues
Experience with messaging or middleware concepts (queues, retries, wait states)
Ability to trace end‑to‑end transaction flows across multiple internal and external systems
Strong understanding of ACH, wire payments, and real‑time payments (RTP / FedNow)
Knowledge of payment lifecycles, validations, queues, exceptions, and repair processes
Familiarity with compliance and risk controls, including OFAC, sanctions, fraud, and regulatory reporting impacts

Experience with enterprise case management tools (e.g., SFDC)
Exposure to Payments platform DR exercises, upgrades, or change validation
Familiarity with case deflection analytics, automation, or workflow optimization
Work on global, mission‑critical payment platforms supporting leading financial institutions
Operate in a senior technical role with exposure across regions and functions
Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra-open to everyone who wants to participate and contribute.
Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California.

Access online learning and accredited courses through our Skills & Career Navigator tool.

Enjoy unlimited vacation, subject to local regulations and business priorities.
Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.

Understand the operational and compliance impact of payments issues and support customers accordingly

This listing is sourced directly from Finastra's careers page and normalized into a canonical job model.